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MEASURING THE PRODUCT AND SERVICE QUALITY OF BLACKBERRY BASED ON GARVIN'S DAN PARASURAMAN'S APPROACHES

Penulis : NATHAN SIMATUPANG (NIM19006104)
Kontributor / Dosen Pembimbing :
  • Pembimbing: Dr. Ir. Dermawan Wibisana, M. Eng.
Jenis Koleksi : Tugas Akhir
Tahun Terbit :
Penerbit : Sekolah Bisnis dan Manajemen
Fakultas : Sekolah Bisnis dan Manajemen
Subjek :
Kata Kunci : Measure and Analysis, SERVQUAL, Combined Garvin's product quality dimensions and Parasuraman's service quality dimensions
Sumber :
Staf Input/Edit : Vika Anastasya Kovariansi   Vika Anastasya Kovariansi
File : 7 file
Tanggal Input : 15 Mar 2012

2009 TA PP NATHAN SIMATUPANG 1-COVER.pdf

2009 TA PP NATHAN SIMATUPANG 1-BAB 1.pdf
2009 TA PP NATHAN SIMATUPANG 1-BAB 2.pdf
2009 TA PP NATHAN SIMATUPANG 1-BAB 3.pdf
2009 TA PP NATHAN SIMATUPANG 1-BAB 4.pdf
2009 TA PP NATHAN SIMATUPANG 1-BAB 5.pdf
2009 TA PP NATHAN SIMATUPANG 1-PUSTAKA.pdf

The objectives of this research are to measure the product and service quality of BlackBerry based on Garvin's and Parasuraman's theories, finding the costumer gap from the differences of expectation and perception opinions and give recommendation if the result is below the costumer expectation.

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